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sheik
Beginner
645 Views
Message 1 of 12

I think the BT Wholesale Checker is incorrect, who do I speak to?

I have had engineers from CASS outside my property throughout 2012, blowing fibre from a nearby village, wiring up FTTP to the telegraph pole outside my drive and doing final testing.  I became quite friendly with these engineers and they kept me updated with the problems the install was undergoing and the fact that they were all now resolved and signed off by BT.

This was back in October 2012 and since then I've been calling BT Business and Residential broadband trying to order Infinity, only to be told that their system shows my house isn't ready for it.

 

The Wholesale checker only shows slow ADSL services but also states "Our records show the following FTTP network service information for these premises:- Single Dwelling Unit Residential."

Our line is connected to the Caxton exchange, which the OpenReach checker shows as Accepting Orders for fibre broadband.

There is a slight complication in that our line to the house is a business one, so I realise I may need to order Infinity as a separate residential service, but that wouldn't be a problem.

 

I phoned CASS directly and they were as helpful as they could be, and assured me that the work had all been tested and signed off and that our house should show up as Infinity ready soon on the BT system, but obviously they can't help any further.

 

When I call OpenReach they pretty much refuse to speak to me.

 

When I call BT they have been mostly unhelpful, simply saying that if our house isn't showing as ready on their system there is nothing they can do.

Today I got put through to a lady called Gina though who was very patient and tried to help as best as she could. BT  have now contacted OpenReach on my behalf, asking what the status is with my house. They've told me that hopefully OpenReach will contact me within 48 hours.

 

So, my problem, in a nutshell, is that the fibre engineers assure me my house has been cabled up correctly for FTTP for months, but I can't find anyone at BT to explain to me why I can't place an order.

 

Hopefully OpenReach will give me a call, but my suspicion is that even if they do they will just refer me back to BT.

 

Any advice greatly appreciated,


/\dam

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11 REPLIES 11
sheik
Beginner
643 Views
Message 2 of 12

Re: I think the BT Wholesale Checker is incorrect, who do I speak to?

...when I say CASS told me the work had been signed off by BT, I may be mistaken, they may have said OpenReach instead.
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Ratty2012
Recognised Expert
639 Views
Message 3 of 12

Re: I think the BT Wholesale Checker is incorrect, who do I speak to?

For FTTP you need to order the following: http://www.productsandservices.bt.com/products/broadband/faster-internet

 

It's called BT Infinity 160Mb, you can order it using the following link: http://www.productsandservices.bt.com/products/broadband/packages?fttp=yes

 

FTTP.jpg

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Guru
631 Views
Message 4 of 12

Re: I think the BT Wholesale Checker is incorrect, who do I speak to?


@Ratty2012 wrote:

For FTTP you need to order the following: http://www.productsandservices.bt.com/products/broadband/faster-internet

 

It's called BT Infinity 160Mb, you can order it using the following link: http://www.productsandservices.bt.com/products/broadband/packages?fttp=yes

 

FTTP.jpg


You can still order the 40 and 80 package with FTTP.

If this helped you please click the Star beside my name.

If this answered your question please click "Mark as Accepted Solution" below.
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Ratty2012
Recognised Expert
626 Views
Message 5 of 12

Re: I think the BT Wholesale Checker is incorrect, who do I speak to?


@ryant704 wrote:

@Ratty2012 wrote:

For FTTP you need to order the following: http://www.productsandservices.bt.com/products/broadband/faster-internet

 

It's called BT Infinity 160Mb, you can order it using the following link: http://www.productsandservices.bt.com/products/broadband/packages?fttp=yes

 

FTTP.jpg


You can still order the 40 and 80 package with FTTP.


BT Infinity 160 is the only FTTP package that BT Retail provide

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Highlighted
gunsmoke
Beginner
624 Views
Message 6 of 12

Re: I think the BT Wholesale Checker is incorrect, who do I speak to?

As you are on the Caxton exchange, have you had a look at the Cambourne Forum

http://cambourneforum.net/

 

These are the guys who have been keeping tabs on what is going on.  There are large areas of the exchange area where FTTP is supposed to be available, but the ability to order has been stopped.

Anecdotal evidence points to BT / Openreach stopping new orders untill they have sorted out the current lot.  It sounds like quite a lot of the ducting was laid incorrrectly too

 

GunSmoke

sheik
Beginner
619 Views
Message 7 of 12

Re: I think the BT Wholesale Checker is incorrect, who do I speak to?

Many thanks for the reply gunsmoke.

I am currently not clear if the Cambourne forum users have been wired up yet or if they are waiting. I have contacted the organiser for advice.

 


Anecdotal evidence points to BT / Openreach stopping new orders untill they have sorted out the current lot.

Would there be any logistical reason why they would stop me ordering, assuming that CASS are correct and I am fully wired for FTTP?

 

/\dam

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Guru
608 Views
Message 8 of 12

Re: I think the BT Wholesale Checker is incorrect, who do I speak to?


@Ratty2012 wrote:

@ryant704 wrote:

@Ratty2012 wrote:

For FTTP you need to order the following: http://www.productsandservices.bt.com/products/broadband/faster-internet

 

It's called BT Infinity 160Mb, you can order it using the following link: http://www.productsandservices.bt.com/products/broadband/packages?fttp=yes

 

FTTP.jpg


You can still order the 40 and 80 package with FTTP.


BT Infinity 160 is the only FTTP package that BT Retail provide


Well, I read you can order it. Though that was about on-demand but seems stupid you cannot order 40/80 if you are FTTP at the moment.

If this helped you please click the Star beside my name.

If this answered your question please click "Mark as Accepted Solution" below.
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sheik
Beginner
604 Views
Message 9 of 12

Re: I think the BT Wholesale Checker is incorrect, who do I speak to?

Just to be clear, BT won't sell me any Infinity products at any speed, as they say their system shows it is not currently available for my property.
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Ratty2012
Recognised Expert
604 Views
Message 10 of 12

Re: I think the BT Wholesale Checker is incorrect, who do I speak to?


@ryant704 wrote:

@Ratty2012 wrote:

@ryant704 wrote:

@Ratty2012 wrote:

For FTTP you need to order the following: http://www.productsandservices.bt.com/products/broadband/faster-internet

 

It's called BT Infinity 160Mb, you can order it using the following link: http://www.productsandservices.bt.com/products/broadband/packages?fttp=yes

 

FTTP.jpg


You can still order the 40 and 80 package with FTTP.


BT Infinity 160 is the only FTTP package that BT Retail provide


Well, I read you can order it. Though that was about on-demand but seems stupid you cannot order 40/80 if you are FTTP at the moment.


That is the problem with FTTP at the moment, there is no cheap option.

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